Assist in the development and maintenance of workforce management reports and dashboards to track key performance indicators (KPIs)
Analyze workforce data to identify trends, anomalies, and opportunities for improvement in staffing levels and service levels
Support schedule optimization efforts by analyzing historical data and forecasting future staffing needs
Collaborate with cross-functional teams to gather requirements and ensure alignment on workforce management objectives
Participate in the documentation of standard operating procedures and process improvements
Assists team with development of complex excel spreadsheets and query tools, automation formulas, and custom formatting of reports
Identifies opportunities for process improvement via SQL, Macro automation
Manage agent scheduling (i.E., shifts, training, vacation, meeting, overtime, off-line work, exceptions, ) to ensure that daily service level objectives are met
Perform root cause analysis when action plans do not meet desired results
Complete and manage schedule exceptions/adjustments on a daily basis
Required:
Bachelor's degree in Business, Analytics, or a related field
English - minimum B2
1+ years of experience in data analysis or workforce management, preferably in a high-volume environment
Strong analytical skills with the ability to interpret complex data sets
Proficiency in Microsoft Excel, including experience with pivot tables and advanced formulas
Preferred:
Familiarity with workforce management software or tools
Experience with data visualization tools (e.G., Tableau, Power BI) is a plus
Knowledge of statistical analysis techniques and forecasting methods
Technical Skills and Relevant Technologies
Proficient in Microsoft Excel and data manipulation techniques
Basic understanding of SQL for data querying and analysis
Familiarity with data visualization tools to create impactful reports
Excellent communication skills, both verbal and written
Detail-oriented with strong organizational skills
Ability to work independently and as part of a collaborative team
Proactive mindset with a willingness to learn and adapt in a fast-paced environment